ANALYSIS OF CUSTOMER’S FEEDBACK
Service Type: Dedicated data science team
Business domains: E-commerce
Expertise: NLP, Text Mining, Data Science
Technology and tools: Python, NLTK, NLP

One of well-known Central Europe e-commerce merchants asked Unicsoft for cooperation to create a tool intended to analyse a customer’s feedback on goods purchased through web marketplace, The business goal was to increase customer loyalty, drive business changes, and deliver real return on investment. Customer experiences fall into three basic categories, positive, negative or neutral. Through sentiment analysis, the goal was to detect the tone and temperament of each and every word found in a customer’s social postings and categorize those sentiments as either positive, negative or neutral.

After data cleaning and munging , an initial step of words tokenization was applied; having it done, an NLTK tools was used to define synonyms, semantics, and overall mood of feedbacks; aligned with scores given by these particular feedback authors, a section of manual business logics was brought in: language specifics, abbreviation, collocations and vernacular expression played a significant role in overall semantic analysis. Furthermore, analysis of new products or product lines could significantly affect overall strategy. Alongside with NLP and semantic analysis, there were used a Data Science techniques : given a data from social network that customer logged in through, a set of demographic features was involved to model, summing up into complex analytical solution.

Unicsoft set a dedicated team comprised of highly-skilled analysts and mathematicians and software developers; this particular solution helped the Client to define his marketing and sales strategy which resulted in 10% revenue increase within one year after the deployment. The Client noticed the overall high-level of Delivery and solution architecture.

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Aleksey Zavgorodniy, CEO,Tel: +1 650 515 36 99
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Julia Liubevych, CBDO,Tel: +1 650 451 11 06
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Vyacheslav Basov, CTO, Data Science,Tel: +44 753 344 070 63
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Alyona Zhurba, Account manager,Tel: +44 131 208 08 07